We are delighted to present a comprehensive overview of our recent customer feedback, highlighting key insights and showcasing the ongoing efforts to enhance our services. In this report, we delve into the complaints and compliments received, share the outcomes of Stage 1 Complaints in November, discuss our learnings from customer feedback, and celebrate positive remarks from our valued residents.
Investigate the reasons for complaints, their outcomes, and any compensation provided.
|Reason for complaint
|Delays with repointing works being completed
|Apology, work arranged and compensation offered
|Apology and rubbish cleared
|Handling of ASB reports
|Apology and compensation offered
|Damp & Mould and lack of communication/action
|Delays with section 20 works being completed
Learning from complaints:
Communication to customers regarding planned works
Whilst we do communicate with residents regarding upcoming works, we have found that we have not communicated to residents when works are delayed. Communications moving forward to include a single point of contact for the works and the Asset Manager will be reviewing our Housing Management System (CX) processes to ensure regular communications are issued.
Repairs not thoroughly investigated or followed up.
It has been identified that our Surveyors need some further training in correctly diagnosing the root cause of recurring repair issues. We are currently in the process of adding additional resources to our Neighbourhoods teams and it will be an objective for the new Reactive Repairs Manager once in post to look at the training needs of our Surveyors.
Resident Consultation was not held when the fire doors were installed at one of our sheltered schemes.
We recently installed fire doors at one of our sheltered schemes and we did not complete a resident consultation ahead of the doors being fitted. This resulted in a door being fitted to a resident’s property that they have experienced difficulties using. Moving forward we will be holding resident consultations at our sheltered schemes for any fire door replacements before the works go ahead, this will give residents the opportunity to ask any questions and view the type of doors that will be installed.
Positive Feedback from our residents
“Lorna got involved and through “Her tenacity and persistence she managed to get my bill drastically reduced and sort out EDF in the process. She was so helpful, and it was a relief to know that the bill they sent me was not realistic or correct” “Lorna went above and beyond to help me, and I really appreciate it”
“Joanne called to report that the new cleaners are great. She said 2 males attended today and cleaned everywhere. Hoovered, got the high cobwebs and did an impressive job. Much better than the last contractors and asked to keep them!”
“Oh my goodness i’ve just opened the envelope on the way home and I stopped speechless of my goodness!!!! I can’t even explain how stunned and amazed I was! i’m utterly speechless! I’ve always wanted to take my kids to a pantomime!! you have honestly made something I never thought imaginable happen for me and my kids wow i’m literally crying in public”
We believe this information serves as a vital tool in our ongoing commitment to providing exceptional service to our residents. We will use these insights to strengthen our processes and ensure that Worthing Homes remains a place our residents are proud to call home.